I was told of a situation this week that recently occurred at a doctor’s office. What made the situation interesting is that I know all the people involved. Here’s what happened… A person needed to set up an appointment to
Read more →We often assume customers are price-sensitive when 85% of them are not. Sadly, we’ve trained many of those 85% to be price-sensitive by being too quick to negotiate rates, by offering less than remarkable service and by not building relationships.
Read more →I like the story Nolan tells of a bank teller that said she gets all the crazy customers at her window. You know the ones… the mean customer, the unforgiving customer, the over-demanding customer, etc. In typical Nolan fashion he
Read more →An interesting survey from Career Builder found that 1 in 4 new managers say they are unprepared to do their job. 58% said they have received no management training. We also know that over 90% receive no ongoing management coaching.
Read more →Advice for the day… don’t use this phrase any longer. And if you don’t say it, we know you hear it fairly often just like we do. Here’s the reality, we’re all busy, it’s just that some people manage their
Read more →Take a minute to read this article (see link below). We’ve been stating the obvious for quite some time and this is just another article that backs it up. Banks are raising fees on checking. Customers don’t like it. They are
Read more →After reviewing several scores over the past few days we’ve found a common thread. Of the branches and teams that failed to meet standard on phone shops and those that struggle to get cross-sells and those that rarely if ever
Read more →We’ve just finished scoring phone shops for several banks. It’s always interesting to see the competitor shops and how poorly they do. It’s also interesting to see how some of the branches we work with consistently score above the expected
Read more →We posted a recorded phone shop of Regions last week. Today we’re posting a recording of a community bank. On the Regions shop we couldn’t get a person on the phone. Believe it or not that was better than getting
Read more →Here’s another great article on the value of the relationship. Community bankers really need to get this. Here are a few of our favorite points in the article… Cultivate an over the top customer service culture. In our words… a
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